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Quality Assurance Specialist

Quality

Job Req Number:  29675
Time Type: Full Time

Position’s Target:

 

The Quality Assurance Specialist reports to the MNL Senior Team Leader of the Process and Performance Team. He/She is responsible for the evaluation of calls/chats/tickets and conducting an analysis of various performance reports related to Quality.

 

Tasks and Responsibilities:

 

  1. Ensure agents are evaluated using the prescribed QA Evaluation Sheet for quality monitoring.
  2. Listen and evaluate a recommended number of phone calls either by barging in an ongoing phone call or listening to recorded calls.
  3. Perform ticket audits on a regular basis, provide feedback and recommendations for continuous improvement.
  4. Evaluate chat logs/transcript based on the Quality guidelines.
  5. Document evaluation results in the database using relevant programs for future reference.
  6. Give feedback regarding the performance of agents in transition based on call/chat/ticket evaluations.
  7. Facilitate calibration sessions with Service Desk Team Leads.
  8. Conduct Quality Talks to familiarize Service Desk agents with the quality process and guidelines.
  9. Review and analyze Quality related reports (Inform Back, Post CSAT Survey Callback, etc.) and present feedback and recommendations to Operations.
  10. Close collaboration with the Service Desk Team Leads in driving quality improvements within the Service Desk team.
  11. Collection and tracking of relevant data.
  12. Assist in identifying areas for improvement and future Service Desk training requirements.
  13. Identify and implement improvement opportunities for Quality.

 

Qualifications:

 

  1. Experience in Quality Monitoring for a multi-channel support team.
  2. Advanced troubleshooting skills on both hardware and software.
  3. Excellent telephone, chat, and email etiquette.
  4. Experience working in a Service Desk environment.
  5. Experience in using different quality monitoring tools.
  6. Knowledgeable in trending and statistical analysis.
  7. Advanced Microsoft Excel proficiency.
  8. Knowledgeable in other MS Office applications.

 

Skills:

 

  1. Ability to work in a fast-paced environment.
  2. Excellent written and oral English communication skills.
  3. Excellent with active listening and has keen attention to detail.
  4. Presentation Skills.
  5. Possesses excellent skills in Problem analysis, Data analysis, and Information gathering.
  6. Demonstrate the ability to manage and prioritize workload with limited supervision.

 

Minimal Work Experience: 2-3 years of work experience

 

DSV – Global Transport and Logistics

DSV is one of the very best performing companies in the transport and logistics industry. 55,000 employees in more than 80 countries work passionately to deliver great customer experiences and high-quality services – as part of the operation or in a variety of supporting roles. If you have drive and talent and enjoy responsibility, we’ll give you the support you need to explore your potential and forward your career.

Read more at www.dsv.com

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